Customer Experience Leaders

Byron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of the business, making decisions on all matters affecting operations, performance and strategy. In today's episode, Byron shares the secret of what makes LDK different.   Resources and links: https://ldkhealthcare.com.au/ https://www.linkedin.com/in/byroncannon/   Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Jeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main value propositions: price/range and service/value; and how they navigate running a B2B organisation while still emphasising their B2C side. He also discusses the impacts of the pandemic on the pharmacy industry.   Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Alana Parker is the Chief Marketing Officer at the Royal Freemasons'​ Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to work with your customers to change their perceptions, and how the aged care sector is dealing with the pandemic.   Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic.   Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia. In this episode, he discusses how Bunnings maintains a connection to their local community by allowing individual stores to create their own set of values, and how they manage to have a staff retention rate of 90%.   Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Andrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first thing you’ll learn in this episode is that retirement living and aged care are very different things. Retirement village residents prize their independence and autonomy, so customer experience must walk a tight-rope between being invisible and discrete, and still providing timely service. Listen in to learn how resident referrals have become their most important marketing channel, and many other CX fundamentals you can learn from this industry’s unique challenges.   Resources mentioned: Bhutan’s gross national happiness index   Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Emma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference between customer service and customer experience, and shows how great experience design is about understanding customer needs and expectations. We also talk about the tension between decentralisation and consistency, and how Lush transformed their business by giving radical empowerment over store management to their front-line teams.   Resources mentioned: The CX Accelerator online community The Power of Habit (book), by Charles Duhigg   Connect with us: Michael Momsen on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

A few special announcements for Customer Experience Leaders in 2020.   Resources mentioned:  Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case.   Resources mentioned:  Leadership books by Patrick Lencioni (author) The Boroondara Customer First Program — overview (article) The Boroondara Customer First Program — business case (document) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 33:40): Have a clear vision and executive buy-in Have a plan and take ACTION! Don't be afraid to work with external experts Sell the ROI with a robust business case This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Jon Dick is the Vice President of Marketing at HubSpot, a leading marketing software company who are focused on customer centricity. They've led the industry for years and essentially invented the inbound marketing methodology. In this episode, Jon tells us why HubSpot killed the traditional sales funnel and replaced it with their flywheel model. We also discuss how the most successful brands aren't focusing on tech disruption, but instead are leading with "Experience Disruption".   Resources mentioned:  The Ride of a Lifetime (book), by Robert Iger. Daemon (book), by Daniel Suarez. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Additional resources: How the Flywheel Killed HubSpot's Funnel (article) The Definition of Smarketing (article) The Customer Experience Flywheel (article)   Key takeaways (starts at 40:30): It's not about tech disruption, it's about "Experience Disruption". To be customer-centric, take a "SMervices" mindset. To get started, begin by implement new metrics. Be obsessive about removing friction This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Shawn Callahan is the Founder of Anecdote, an agency focused on business storytelling. In this episode, Shawn shares the 4 essential elements of telling an effective story. We also discuss how storytelling can help improve internal culture and how to use storytelling to improve your sales process and customer experience.   Resources mentioned:  Annie’s Box (book), by Randal Keynes. Anecdotally Speaking (podcast), by Shawn Callahan & Mark Schenk. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 41:36): Storytelling is a critical element of CX Tell your stories using the 4 elements framework Encourage customer stories on the front-line Look for great examples rather than great stories Build out your story bank This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Carolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve been able to identify issues with their customer experience and drive cultural change that has resulted in a 126 point improvement to their NPS!   Resources mentioned:  Mercury: An Intimate Biography of Freddie Mercury (book), by Lesley-Ann Jones Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 27:45): Measuring your CX is vital Embrace the ratings and review economy Support your team by building a great culture and offering ongoing training Find the X-factor in your training This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Ben Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience.   Resources mentioned:  This Is Marketing (book), by Seth Godin Purple Cow (book), by Seth Godin The Experience Economy (book), by Joseph Pine & James H. Gilmore Never Lose A Customer Again (book), by Joey Coleman‎ Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 41:02): Customers will pay more for a ‘care’ factor.  All service businesses are a customer success business, but to get there you need a plan. Cultural and process change requires a long-term mindset. Be open to bringing in mentors or coaches to help you along the way. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Jonah Staw is the Head of Ultimate Ears Custom Earphones, a division of Logitech which is tasked with creating bespoke, customised, audio products. In this episode, he takes us behind the scenes of how you deliver customised products at scale, and shares some tips on how to unlock great experiences in the most unexpected ways.   Resources mentioned:  Joe Rogan’s Elon Musk interview (podcast) The Sixth Man (book), by Andre Iguodala. Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 31:27): Sell your ‘why’ and not your ‘what’. Keep iterating. Always be on the lookout for ways to unlock a customer experience. Embrace a growth mindset. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Roger Dooley is the author of Friction - a book exploring why friction matters to customer experience. In this episode Roger shares his tips for identifying points of friction, and how to use friction to your advantage so you can build customer loyalty.   Resources mentioned: Friction (book), by Roger Dooley Perennial Seller (book), by Ryan Holiday Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 36:39): Friction can cause problems for customers and breed disloyalty. Put on your ‘Friction Goggles’ to identify pain points. Don’t focus on delight, reduce friction to improve the experience. The burden of effort is on CX professionals. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Nick Palumbo is the Founder of Gelato Messina, one of the most-loved gelato brands in Australia (if not, the world!). Known for their creative specials, Gelato Messina is obsessive about the quality of their product, to the point where they even bought a dairy farm! In this episode, Nick shares how Gelato Messina’s attention to detail results in delivering an exceptional experience to customers, even when they’re stuck waiting in a queue.   Resources mentioned: Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 32:49): Quality and craftsmanship really matter. Control all the inputs to your experience. Specials can be used to add excitement to a product range. Think about the physical experience people have with your service. Look for moments of frustration and how you can turn them into positive experiences. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Joe Picco is the Director of Guest Services at The Madison Square Garden Company, an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Madison Square Garden playbook and why the company focuses on delivering personal experiences to every one of their guests.   Resources mentioned: Excellent Wins (book), by Horst Schulze Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 23:05): The details matter. "What's your bottle cap?" Use feedback to take immediate action. You can make the very big, very personal. Handle service recovery in the moment. Make sure you can influence the key moments that affect customer experience. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Over the last 2 years on the show, we have interviewed 40 of the world’s leading customer experience leaders. During these conversations, we noticed several universal themes and best practices emerge which show how world-class brands manage their customer experience. And so, we collated these insights into four mega-themes and built an overarching model which will help you create amazing experiences for your customers. We call it The Customer Experience Flywheel, and it's our gift to the CX community.   Resources mentioned: The Customer Experience Flywheel (Article and image) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Neil Perry is the Culinary & Brands Director at Rockpool Dining Group. Neil is an iconic Australian chef who runs 60 world-class restaurants and 16 award-winning brands. He is also in charge of menu development for Qantas. In this episode Neil shares his secrets for managing customer experience across so many restaurants and brands. Plus you’ll learn why staff at Rockpool Dining Group are taught to CARE about every person in the food chain.   Resources mentioned: Gourmet Traveller (Magazine) The French Laundry (Restaurant), by Thomas Keller Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 29:37): What matters is delivering a seamless experience end-to-end. Start fresh every day Be clear on your values and use the CARE principle. Know the points that contribute to building memories. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

Patrick Campbell is the Co-Founder and CEO of ProfitWell, a company focused on helping subscription-based businesses reduce churn and build loyalty with their customers. In this episode Patrick shares his tips for finding the right price for your product, and the secret behind fixing pricing problems without damaging your customer relationship.   Resources mentioned: Google Scholar (website) The Comprehensive Guide to Reducing Churn (eBook) Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 37:18): Pricing is about an exchange of value with your customers. Customers build expectations based on price, packaging, and product delivery. There’s a simple process for setting your price, so make sure you use it. Watch for signals that indicate a pricing problem. Look for the reasons why customers leave so you can reduce churn. This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.